Virtual Assistant Performance
Updated at December 11th, 2025
Table of Contents
Report Example
The Virtual Assistant Performance report provides a detailed view of how effectively a selected Virtual Assistant is handling interactions across your contact centre. This report is essential for supervisors seeking insight into which topics are being successfully recognised and where human or follow-up intervention is still required.
The report is divided into three key sections: Results, Topics, and Actions Taken for Unsuccessful Outcomes. Each section is summarised with totals to help supervisors quickly identify high-frequency outcomes and potential areas for improvement.
Report Overview
| Element | Description |
|---|---|
| Header | Displays the name of the report as set during report definition. |
| Report Type & Period | Indicates the original report type and the time period selected. |
| Selected Virtual Assistant(s) | Lists the specific Virtual Assistant(s) being evaluated. |
Results Breakdown
This section summarises the end results that the Virtual Assistant achieved during interactions.
| Column | Description |
|---|---|
| Result | The name of the result (e.g. 'Successful', 'Escalated', 'Unhandled'). |
| Frequency | Number of interactions that ended with this result. |
| % | The percentage of total interactions that ended with this result. |
| Match | Number of times the topic connected to this result was correctly identified. |
Topic Recognition
This section shows which topics were identified by the Virtual Assistant and how frequently each one occurred.
| Column | Description |
|---|---|
| Topic | Name of the topic recognised (e.g. 'Billing Query', 'Technical Issue'). |
| Frequency | How many times the topic was matched in interactions. |
| % | The percentage of interactions that matched this topic. |
Actions for Unsuccessful Results
For interactions where the Virtual Assistant could not complete the journey successfully, this section shows what fallback action was taken.
| Column | Description |
|---|---|
| Module | Name of the module where the fallback action occurred. |
| Item | The specific item actioned (e.g. transfer destination or menu option). |
| Frequency | How often this fallback action was taken. |
Totals
Each section includes a Totals row, providing an at-a-glance summary of overall interaction volume and distribution across results, topics, and fallback actions.
Use Case Scenario
Scenario: Identifying Why Customers Are Escalating from the Virtual Assistant
Leah is a contact centre supervisor who has recently noticed a rise in transfers from the Virtual Assistant to live agents. To investigate, she opens the Virtual Assistant Performance report for the past 30 days.
In the Results section, Leah sees that 42% of interactions resulted in a transfer.
Looking into the Topics, she notes that "Order Status" was the most recognised topic but has a low match rate.
In the Actions Taken section, she sees that most of the transfers were routed from a module called Delivery Enquiry Menu.
Leah concludes that while the assistant recognises "Order Status" frequently, it may not be providing satisfactory answers or may be prompting users to escalate too quickly. She works with the technical team to review the Delivery Enquiry Menu module and refine the assistant’s responses and routing thresholds.
Supervisor Tips
- Review this report weekly to track assistant performance trends.
- Focus on high-frequency fallback actions — these often highlight where customer journeys break down.
- Cross-reference topic frequency with your most common call drivers to ensure alignment.
